At a Glance
- Tasks: Resolve complex incidents in backup, storage, and infrastructure environments.
- Company: Global managed services provider specialising in data protection and cyber resilience.
- Benefits: Competitive salary, night shift premium, and opportunities for professional growth.
- Other info: Mentor junior engineers and thrive in a high-pressure, night shift environment.
- Why this job: Join a dynamic team and tackle challenging technical issues while making a real impact.
- Qualifications: 5+ years in technical support with strong experience in backup technologies and cloud platforms.
The predicted salary is between 36000 - 60000 € per year.
We are working with a global managed services provider specialising in data protection and cyber resilience who are looking for an experienced Escalation Engineer to join its night support team. This is a senior technical role focused on resolving complex incidents across backup, storage, and infrastructure environments, while acting as a key escalation point for the wider support function.
Key Responsibilities
- Provide advanced support across backup, recovery, infrastructure, and networking issues
- Act as a senior escalation point for complex incidents and service requests
- Troubleshoot across storage, virtualisation, and cloud environments
- Ensure tickets are managed within SLAs and documented accurately
- Collaborate with internal teams and external vendors to drive resolution
- Support deployment and configuration of backup/recovery solutions
- Mentor junior engineers and contribute to knowledge sharing
Experience & Skills
- ~5+ years in technical support, ideally within an MSP or enterprise environment
- Strong experience with backup technologies (e.g. Veeam, Commvault, NetBackup)
- Solid understanding of virtualisation (VMware, Hyper-V, Nutanix)
- Knowledge of cloud platforms (Azure, AWS or GCP)
- Experience with storage (SAN/NAS), networking fundamentals, and servers (Windows/Linux)
- Strong troubleshooting, communication, and stakeholder management skills
- Comfortable working independently in a high-pressure, night shift environment
What We’re Looking For
- Customer-focused with a proactive, problem-solving mindset
- Strong analytical skills and attention to detail
- Ability to handle critical issues and prioritise effectively
Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Edinburgh employer: The SJB Group
Join a leading global managed services provider renowned for its commitment to data protection and cyber resilience. As a Support Escalation Engineer, you'll thrive in a dynamic night shift environment that fosters collaboration and innovation, while enjoying opportunities for professional growth and mentorship. With a strong focus on employee well-being and a culture that values expertise, this role offers a rewarding experience for those looking to make a significant impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your technical skills and be ready to discuss your experience with backup technologies and troubleshooting. We want you to shine when it comes to showcasing your expertise.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Support Escalation Engineer - L4 (Night Shift - 10pm-6am) in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with backup technologies and virtualisation. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Support Escalation Engineer role. Share specific examples of how you've tackled complex incidents in the past.
Showcase Your Problem-Solving Skills:In your application, emphasise your proactive approach to problem-solving. We love candidates who can think on their feet, especially in high-pressure situations like night shifts!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at The SJB Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of backup technologies like Veeam and Commvault, as well as virtualisation tools such as VMware and Hyper-V. Be ready to discuss specific scenarios where you've successfully resolved complex incidents in these areas.
✨Showcase Your Troubleshooting Skills
Prepare to walk through your troubleshooting process during the interview. Think of a few challenging incidents you've handled and be ready to explain how you approached them, what tools you used, and how you collaborated with teams to reach a resolution.
✨Demonstrate Your Customer Focus
Since this role is customer-facing, think of examples where you've gone above and beyond for clients. Highlight your proactive problem-solving mindset and how you've managed stakeholder expectations during critical issues.
✨Get Comfortable with Night Shift Dynamics
Working nights can be a different ball game. Be prepared to discuss how you manage your time and maintain productivity during night shifts. Share any strategies you have for staying focused and effective in a high-pressure environment.
